Filing a Complaint

Filing A Complaint

Shoreline Metro is dedicated to providing safe, affordable, and dependable specialized transportation to all customers including individuals with a disability.  If for any reason the service does not live up to these expectations, customers are encouraged to register a complaint with Shoreline Metro.  A thorough and prompt investigation of all complaints shall be conducted by Shoreline Metro.  Customers filing a complaint will remain anonymous.

Complaint Process:

  • All complaints will be documented at the source (driver, dispatch, customer service, supervisor, etc.)
  • The complaint will then be submitted to a Transit Operations Supervisor for review and action.
  • The Transit Operations Supervisor will investigate the nature of the complaint both with the customer and the alleged offender.
  • The Transit Operations Supervisor will contact the customer with the results of the complaint and offer (if necessary) restitution as a result of the incident no later than five (5) working days from the original date of the complaint.
  • The Transit Operations Supervisor will file the complaint. A copy may be submitted to the Director of Transit.

File a Complaint:

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